Hey Kadi, they did requested the documents by email, gave us their address and never mentionned that it had to be sent by DHL or that there were particular days or time to bring docs in person at the embassy. I seriously think that they are disorganised and either have a lack of procedure or simply are not following any...
That explains a great deal of problems; the backlog (all the early 2012 applicants still waiting, really!), miscommunication at the time of interview, or when a decision is made; no updated ecas (we wouldn't bother them with emails, or need to order notes); etc...
They say that the Family class is a top priority and as far as I know it's not a free service and we do pay all government employee salary with our taxes, so it is unfair that we get so poor service and treated with little respect when we require a bit of information after months, if not year of waiting.
It is not God's plan to make His children suffer, He granted us by His grace to find our soul mate, and here He is again, supporting us, giving us strength to go through all this.